Contact Management
key details
| Value | £1,260,000 |
|---|---|
| Status | complete |
| Category (CPV) | 48333000 +2 more |
| Deadline | 28 Jun 2022 |
| Contract start | 4 Dec 2022 |
| Contract end | 4 Jan 2028 |
| Procedure | selective |
| SME suitable | Yes |
| OCID | ocds-b5fd17-db216dd5-90bf-461c-bf84-59ea7c89aa90 |
Award
| Supplier | Value | Date | Status |
|---|---|---|---|
| 8x8 UK Limited | £2,373,431 | 21 Dec 2022 | active |
description
Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. Guinness wishes to understand the capabilities of partners to provide CCaaS services to include but not be limited to the below aspects:
| • | Omni channel capabilities |
| • | Multiple, segmented Contact Centre capabilities |
| • | Call and Queue Management |
| • | Agent and Customer journey and experience |
| • | Call Quality & Monitoring tools |
| • | Customer Identification and Verification features |
| • | Call Delivery, IVR, management, conferencing routing and recording |
| • | Chatbots, AI, Speech recognition, predicative dialler, webchat, gamification features |
| • | PCI process and compliance |
| • | MI Reporting |
| • | Digital signage - wallboards |
| • | Workforce Management capabilities |
| • | Integration with Microsoft Dynamics 365 CRM, MS Teams, Power BI |
| • | Cloud Hosting |
| • | UK hosted cloud data centres are preferred |
The SQ documents are available on https://procontract.due-north.com and the project reference is DN612881
documents
- https://www.contractsfinder.service.gov.uk/Notice/75046bab-1d63-4827-ba1e-2301a225e5bc , tenderNotice
- https://www.contractsfinder.service.gov.uk/Notice/ac73f83a-c3e2-462d-852d-4e533b5ab21b , tenderNotice
Documents are linked, not mirrored. They are served by the publishing authority and may require registration.
notice history
1 notice published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 8 Mar 2023 | Award (award) | · | 2731712c-2d89-4669-ad71-5661ec02bd6a-622276 |
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source
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